Speaker 1
I'm going to call you soon. Hi, my name is Diego, and I'm having – well – I'm having issues just connecting to my – my modem. And I had it
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. How can I help you? [silence] Uh modem sir or router?
00:00
Speaker 1
[silence] Sorry. uh [silence] I'm out of spectrum. Uh, I've, so yeah, I'm getting an error. And the thing is I've had it in storage for a while, but we found it again, and then we decided to reconnect it but it's not like now working. Yes. Yeah. So it's 32x 10C 68 903832.
01:00
Speaker 2
not working like no internet connection when okay, I see. Can you provide me, sir, the serial number of your links? Let me double-check.
01:00
Speaker 1
C as in cat 6 89033 83 two. [silence] letter A as in Apple. [silence] Yes. [silence] No, I'm just going to go to bed.
02:00
Speaker 2
Very good. Can you repeat it after three, two, X? One, zoom. Okay. it's numbered As it is entered after six. Okay, so that is three, two, X one, zero, C, six, A 903832. Okay, thank you so much, sir. Let me just pull that one up here.
02:00
Speaker 1
Yeah, it was working completely fine. Uh, so we had, we had switch providers, but they had sent us a router or a new router, but my mom had put it away. The this one. But I in my, you know, I thought she ended up throwing it away, and then we were decluttering like our closet. And then we found it. I was like, you know what, let's reconnect it again. And then yeah. it. Yes. Just, disconnect it and reconnect it and then I tried going through the app trying to like, so I went through the app and tried to add an existing router or mesh Wi-Fi system and then,
03:00
Speaker 2
So, for this one, sir, was it working before? Hm, then what happened, sir? Prior to the no internet. Ah, okay. I see. So, um, but you're trying to connect it to your Spectrum modem? Mhm. Okay. So, um, what have you tried so far, sir?
03:00
Speaker 1
It'll just say, oh, something went wrong. We cannot detect your router. Yeah. I can still see the name of it. If it's a broadband, I think it's the 2.4 hertz, and then the 5 hertz. Like, there's two. So I could see both network names.
04:00
Speaker 2
But you can still see, sir, the Wi-Fi name. Okay. H Okay. Okay. Well, usually, sir, for this one, um, we're checking on the serial number. This shows as the EA 7200. So, um, usually for the Linksys app, uh, Linksys app is actually compatible with a Velop mesh system. This one is actually a stand-a-stand-along router and also part of our first generation devices. So, what you'll probably have to do on this one, sir, since you have, like, a, um, um, since... you're trying to reconfigure it, um, You have to reset this one. So everything that was actually configured on this router maybe still has the old configuration that you have with your... Old modem before or with your old service provider. So better to reset it so it will revert back to its default Wi-Fi credentials so you can set it up like as a brand new device. So you can... However, set it up using your web browser instead of the Linksys app so it will reconnect back with your new connection. However, for this one, sir, the device is actually showing as out of warranty. So usually, for out of warranty devices, we no longer provide further technical assistance over the phone. However, we can... We have two options so we can provide support for you to set this one up. First is, we do have a paid connect... Our paid...
04:00
Speaker 1
uh, yeah an email will be, that, that would actually be much better if you were to send out an email. Sure. So, it's all lowercase, so it's Diego, they mean D-I-E-G-O. And then Torres, T-O-R-R-E-S. And then T 70, at gmail.com. Yes, correct.
06:00
Speaker 2
connect is a one-time support for our and T devices, but that will just cost you $15 for 60 minutes of troubleshooting. However, if you don't want to go through that path, which is okay, I can send you an email step-by-step on how you can reset and then set up again this router. Okay. All right. So, yeah, can you provide me your an email address? So that is um Egg-T-Oresv4Tom70@gmail.com And then. mm [silence]
06:00
Speaker 1
It's tourist. Okay. No, not at all. Thank you so much, [silence]
07:00
Speaker 2
First name, Jake, uh, then last name, sir. Okay. So, yeah, for this one, sir, um, give me maybe three to five minutes after this phone call, let me personalize the email so at least it will be easier for you to follow this step-by-step oki? All right, and then make sure that the modem and uh sorry, make sure that the router is connected to the modem and then do the reset and then set it up. But no worries, I I'll I'll provide instructions via email. Let's say, anything else or any followup questions? Okay. All right, thank you so much for taking the time calling. "Steve, you have a good day still. Okay, you take care." You're welcome, sir. Bye-bye for now.
07:00